Are You the Business Owner of PhatStraps, Inc.?
If yes, click here to login.
BBB Accredited Business since
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Request a Quote
A BBB Accredited Business since
BBB has determined that PhatStraps, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for PhatStraps, Inc. include:
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMr. Robert M. Keyes, Vice President/Owner Ms. Josephine M. Keyes, President/Owner
Accessory Straps - (All Occasions) OTHER RETAIL STORES
Alternate Business NamesFido's Fashion Collars www.PhatStraps.com
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known significant government actions involving business' marketplace conduct.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: First and foremost the product that I purchased from Phatstraps (iPhone 4s case) had a different picture than what they advertised online. As a online consumer this is the only thing I can base my purchase on. If what Phatstraps advertises online is not exactly what they send to the end consumer, then isn't that false advertising. The only thing I wanted to do was send back the iPhone case and get all my money back. Phatstraps said I had to pay a 25% restocking fee (for something that I did not order online) and then lied to their affiliate company and said I the BUYER wanted to cancel my return. Now why would I want to cancel my return? I never said anything of the sort, but now I am not allowed to send back the iPhone case and receive any money back. This is unfair business practice. I have never in my life been treated so poorly from any company. I have all records of emails with pictures, Facebook messages all documented to prove my case to the BBB. I also have emails from ETSY saying that they cancelled my return after they issued me an RMA to return the iPhone case.
Desired Settlement: My desired outcome is to have a full refund and an apology from Phatstraps. The apology must say that their online picture did not match what they sent in the mail and that I never said I wanted to cancel my return. The bottom line here is that I want the truth from this company for once!
We never told the customer he could not return his item, we did indeed issue a return authorization. The Etsy cancellation he is referring to does not cancel the return authorization we emailed him, it simply cancels the order and shows it as a returned item so PhatStraps Inc is eligible to recover our fees paid to Etsy for an item that was issued a return authorization. We have been very clear with Mr ******* regarding our return policy and have issued an RMA number to return the item. We would have been more than happy to waive the restocking fee had there been an error on our part. We emailed Mr ******* our deadline to return the item and he has chosen not to return it. We are very sorry we could not come to an agreement with Mr. *******.
I have tried to be civil with ** ***** from Phatstraps, but it is like dealing with a child. Instead of going back and forth, I have decided to attach all the email converstations I have had with PhatStraps along with pictures to show what the problem is. At this point, I have returned the iPhone case and they said they would refuse the return (even though it cost me $7.00 dollars to ship to them). This is absolutely ridiculous that they say they have a 14 day return policy, when they shipped it USPS and it took 6 days to arrive. There return policy states nothing of the sort about 14 day returns. Please look at their return policy as well. http://www.phatstraps.com/Articles.asp?ID=145
A response from the BBB would be much appreciated.
Business Response: We did issue an RMA as well as a deadline to return the product. Mr ******* has submitted the email containing the deadline to the BBB. Mr ******* has chosen to not return the item as the deadline has now passed. We continuously get rude, insulting emails from Mr ******* and have decided to refrain from contacting Mr ******* again, due to the impolite and insulting email context. We are very sorry Mr ******* is upset and has chosen not to return the item but we were just unable to come to an agreement.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved